Cannot complete transfer due to "Please make sure you enter the right code."

[PotatoHulk]

When I visit ee.co.uk/transfermynumber I am prompted to enter my PAC.

After doing that, I am prompted to select my new EE number from a dropdown, and enter my old BT number (that I want to keep).

After doing that, I am taken back to the PAC screen with the following error message:

Please make sure you enter the right code. Your PAC will look like ABC123456. Your STAC will look like 123456ABC.

If I go ahead and re-enter everything, I am taken back to the same place.

My PAC is in the correct format, I double-checked it on bt.com. I double-checked all the numbers.

How can I proceed with the transfer?

[Chris_B]

@PotatoHulk  give customer services are call and they will do this for you.  Your number though will not be transferred now until Tuesday as number ports do not happen over the weekend and it takes up to 24 hours.. 

[PotatoHulk · Accepted solution]

@Chris_BI tried again today and the matter seems to have resolved itself. But thanks for the suggestion!

[AESB65]

Happened to me, I think it's poorly written software, Coming from BT, I discovered our PAC codes are automatically applied, so when we do it again an error message appears, however they have assigned the wrong error message.

[Mblackstock]

I have the same issue but with the STAC code, I have tried this multiple times but it won’t proceed past this state. 

I have called customer services and they have suggested I call my old provider, who said I need to contact EE and provided them with the stac code, which EE are saying is rejected. 

[Leanne_T]

Hi @Mblackstock 

How long have you had the STAC from the other network? 

Leanne. 

[Mblackstock]

3 days, however I have just managed to get back in touch with ID over chat.
As the chat function doesn’t work on the app.
They have confirmed the account is cancelled so when I entered the STAC at
purchase of my EE sim this must have now been actioned and may be the
reason why its is being rejected as it’s already been used.
It would be nice to be notified once the STAC has been used so the customer
is notified according.
But i think this is resolved

[Leanne_T]

Thanks for letting me know @Mblackstock 

You would only need to let us know the STAC once if this is tried again it would give you an error message 🙂

Leanne.

[abdlmeh]

PAC*****

[mod edit: removed personal details from the public forum]

[Leanne_T]

Hi @abdlmeh 

Thanks for posting 🙂

Do you have a PAC query we can help you with? 

Leanne.